Service Level Agreement

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Because there are no 2 companies alike, Smerwick On Site proposes several Service Level Agreements to fit your needs.

Unlimited Helpdesk with optional monitoring

Our helpdesk contract aims at supporting your team in its daily operations.

  • pay per PC per month (starts at NT$ 700 per month per PC)
  • support by remote desktop, email, phone, instant messenger and / or on site
  • remote support is unlimited
  • on site support is limited to 2 hours per month per 10 PCs
  • monthly maintenance visit or optional PC and servers monitoring
  • every 6 months: review of past period incidents – identification of recurrent issues, proposal for permanent fix
  • 2 hrs response time in Taipei City, 4 hrs response time in New Taipei City

Hourly base maintenance and support

Some of our customers prefer to opt for an hourly based contract:

  • starts at NT$ 2,500 per hour – discount applies depending on volume
  • choice of bulk of hours (retainer) or monthly allocated hours
  • monthly allocated hours: unused hours are transferable from month to month
  • monthly maintenance visit or optional PC and servers monitoring
  • choose what you want to do – use your IT services hours to cover any of your needs: support and troubleshooting, new PC or server installation, printer replacement, router upgrade, etc…
Custom made levels can be defined to fit our customers’ needs.

Please contact us for further information about our Service Level Agreement and outsourcing services.